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THE
GENERAL DEPARTMENT OF POST AND TELECOMMUNICATIONS
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SOCIALIST
REPUBLIC OF VIET NAM
Independence - Freedom - Happiness
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No:
27/2001/QD-TCBD
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Hanoi,
January 09, 2001
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DECISION
PROMULGATING THE REGULATION ON ELABORATION, PROMULGATION AND
ANNOUNCEMENT OF THE POSTAL SERVICE’S STANDARDS
THE GENERAL DIRECTOR OF POST AND TELECOMMUNICATIONS
Pursuant to the January 4, 2000 Ordinance on
Goods Quality;
Pursuant to the Governments Decree No. 12/CP of March 11, 1996 on the tasks,
powers and organizational structure of the General Department of Post and
Telecommunications;
Pursuant to the Governments Decree No. 109/1997/ND-CP of November 12, 1997 on
Post and Telecommunications;
At the proposal of the director of the Department for Science, Technology and
International Cooperation,
DECIDES:
Article 1.- To
promulgate together with this Decision the "Regulation on elaboration,
promulgation and announcement of the postal services standards".
Article 2.- This
Decision takes effect 15 days after its signing.
Article 3.- The
director of the Office, the chief inspector, the directors of the Departments
for Science, Technology and International Cooperation; Postal Policies;
Planning and Economy; and Organization and Personnel; the heads of units under
the General Department of Post and Telecommunications and the postal services -
telecommunications enterprises shall have to implement this Decision.
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FOR THE GENERAL DIRECTOR OF
POST AND TELECOMMUNICATIONS
DEPUTY GENERAL DIRECTOR
Tran Duc Lai
REGULATION
ON ELABORATION, PROMULGATION AND ANNOUNCEMENT OF POSTAL
SERVICE�S STANDARDS
(Promulgated together with Decision No. 27/2001/QD-TCBD of January 9, 2001
of the General Director of Post and Telecommunications)
Chapter I
GENERAL PROVISIONS
Article 1.- This
Regulation defines the basic principles for the elaboration and promulgation of
the Branch Standards and stipulate the announcement of the standards for compulsory
application within the postal service.
Article 2.- The units
attached to the General Department of Post and Telecommunications, the postal
services - telecommunications enterprises, organizations involving in activities
related to the postal service and telecommunication field, customers using the
postal and telecommunication services and other subjects involved in the
elaboration of the Branch Standards must abide by the requirements in this
Regulation.
Article 3.- In
this Regulation, a number of concepts shall be understood as follows:
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2. Procedures mean documents guiding the
practices or procedures for designing, producing, installing or using
equipment, works or products.
3. The Branch Standards mean the standards and
procedures promulgated by the General Department of Post and Telecommunications
for compulsory application.
4. Acceptance of international standards as
Branch Standards means the promulgation of a branch standard based on a
corresponding international standard or the acceptance of the effect of
international standards as Branch Standards accompanied with the clear
inscription of all changes.
5. Equivalent standards mean standards which are
used for the same subject but issued by different standardization agencies in
order to establish the interchangeability of products, processes and services.
The equivalent standards may see alterations in form and content at permitted
levels.
The permitted alterations in form are those
which do not change the contents, such as notes, supplementary guiding
information, and those which do not change the structure and the method of
numbering of clauses.
The permitted alterations in content mean those
which do not make any accepted clause of international standards unacceptable
in the Branch Standards and vice versa.
6. Drafting sections mean units and/or
individuals that are assigned the task of drafting the Branch Standards to be
submitted to the General Department of Post and Telecommunications for decision
on the promulgation thereof.
Article 4.-
1. The Branch Standards
are elaborated by the following methods:
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- The method of revision and amendment;
- The method of accepting the application of
international standards.
2. The elaboration of the Branch Standards by
the above methods must comply with the procedural requirements prescribed in
Chapter III of this Regulation.
3. The elaboration of the Branch Standards by
method of accepting the application of international standards must, apart from
the procedural requirements prescribed in Chapter III, additionally comply with
the two following requirements:
- The written explanation for the standard
elaboration must contain the analysis of possibility of application of
international standards in Vietnam, bases for selection of international
standards and bases for selection of the method of acceptance.
- Comments gathered in the process of
publication for comments must clearly state the trustworthiness, the
equivalence of translation, the rationality of alterations in forms and
contents.
4. The General Department of Post and
Telecommunications encourages the elaboration and promulgation of Branch
Standards simultaneously in both Vietnamese and English.
5. The competent management bodies may permit
the simplification of procedures for standard elaboration by method of
accepting international standards when deeming that there are not any changes
or permitted changes in contents.
Article 5.-
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2. The decision on compulsory application may
contain notes on the altered contents and may not be enclosed with the specific
contents of standards.
Article 6.-
1. The Branch Standards
include requirements of different types, aiming to perform the General
Department of Post and Telecommunicationss task of State management over the
quality of postal and telecommunications supplies, equipment, networks and
services as well as radio frequencies:
a) Requirements on network and service quality;
b) Requirements relating to capability of joint
operation among operators;
c) Requirements on safety (electricity,
radiation, etc.), the extent of electromagnetic interference, the normal
operation capabilities of supplies, equipment, networks and services;
d) Other requirements stipulated by the General
Department of Post and Telecommunications according to the management
requirements in each period.
The scope of requirements for a number of
specific standardized objects is stipulated in Appendixes 1, 2, 3, 4 and 5. The
General Department of Post and Telecommunications prescribes other specific
requirements depending on each type of supplies, equipment, network and service
as well as the management requirements in each period.
2. Requirements of other types (detailed
requirements for design, manufacture, selection, operation and maintenance of
equipment, etc.) which fall under the scope of base standards shall be
elaborated by postal service - telecommunications enterprises under the
Ordinance on goods quality. Requirements of these types may also be included in
the reference appendixes to the Branch Standards, if it is deemed necessary.
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Chapter II
GENERAL REQUIREMENTS ON
BRANCH STANDARDS
Article 7.- The Branch
Standards include a minimum number of technical requirements in direct service
of the objectives of State management by the General Department of Post and
Telecommunications in the field of postal service and telecommunications and
are quantified at the minimum level.
Article 8.- The Branch
Standards must be built according to the principle of least dependence on a
specific technology with a view to creating favorable conditions for
technological creation and renovation. In cases where selection is a must, the
selected technologies must be those which have been or have a great potential
for being widely accepted on the market in order to ensure the initiative for
enterprises and users in the selection of equipment and services.
Article 9.- The newly
elaborated Branch Standards must ensure the following principles:
- The Branch Standards system is not
contradictory and coincident in technical requirements;
- The technical requirements in the Branch
Standards can be measured, inspected and evaluated objectively;
- The technical requirements in the Branch
Standards must be expressed accurately, concisely and mono-semantically;
- The technical requirements on quantification
in the Branch Standards must be demonstrated in form of limited values or appellation
value together with permitted tolerable values.
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PROCEDURES FOR
ELABORATION OF BRANCH STANDARDS
Article 10.- On the
basis of assorted requirements prescribed in Article 6, the subjects defined in
Article 2 may propose the Branch Standards to be elaborated according to form
prescribed in Appendix 6.
Article 11.- All
proposals on the to be elaborated Branch Standards must express the necessity
and feasibility, including:
- The name of the Draft Standards and the
elaboration objectives;
- Content, scope of application and scope of
regulation;
- Relevant technical documents.
Article 12.- The
explanation of the purpose of elaboration of the Branch Standards must clearly
state:
- The nature and scale of the matter which
should be technically managed by the State;
- The evaluation of the State management
requirement and extent;
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Article 13.- The
drawing up of plan for elaboration of Branch Standards shall cover the
determination of the detailed contents and work volume to be completed, the
requirements on time, human and financial resources.
The plan on elaboration of Branch Standards must
be approved by the General Department of Post and Telecommunications.
Article 14.-
1. The compilation of
Branch Standards must focus on a number of the following key steps:
- Studying, summing up the typical technical
requirements;
- Studying, selecting essential technical
requirements based on the State management targets;
- Comparing them with the reality of Vietnams
postal service and telecommunications networks;
- Comparing them with the existing Branch
Standards, currently effective regulations of the General Department of Post
and Telecommunications and relevant legal documents of the State.
2. In the course of compiling the technical
requirements, it is allowed to refer to currently effective Branch Standards
and standards already announced by the General Department of Post and
Telecommunications for compulsory application within the postal service.
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Article 15.- The Draft
Branch Standards must be sent to subjects relating to the application of
standards twice for their comments.
Within 15 working days as from the date of
receiving the Draft Branch Standards, the consulted units and individuals have
the responsibility to send their official written replies to the consulting
units.
Within 7 working days from the end of the
above-mentioned time limit, if the consulted units and individuals fail to send
their official written replies, they are considered as having agreed with the
contents of the Draft Branch Standards.
Article 16.- The
dossiers sent together with the Draft Branch Standards for comments must
include the following documents:
- The draft standards;
- The explanation of the draft standards. The
requirements on the explanation of the draft standards are specified in
Appendix 7;
- The plan for elaboration of standards;
- The international standards in cases where the
standards are elaborated by method of accepting the application of
international standards;
- Relevant sections of the international and/or
foreign standards and referred technical documents in the written explanation
of the standards;
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Article 17.- Apart from
the contents prescribed in Article 16, the dossiers on the draft standards for
the Pre-Acceptance Test Councils of all levels to decide on necessary
amendments must also additionally include:
- Contributed comments;
- Explanation on the acceptance of comments,
amendments and supplements already made to the draft standards.
Article 18.-
1. On the basis of the
dossiers on the draft standards, the Pre-Acceptance Test Councils of all levels
shall decide on the specific necessary amendments and supplements on the
principle of consensus. The form of draft standard evaluation and the form of
minutes of meetings of the evaluation councils are specified in Appendixes 9
and 10.
2. For the technical requirements which have not
been approved according to the principle of consensus by the Pre-acceptance
Test Councils of all levels, the management bodies at all levels shall organize
the search for solutions and decide on necessary amendments and supplements.
Article 19.- Apart from
the contents prescribed in Article 17, the draft standard dossiers to be
submitted to the competent management bodies must also additionally include the
written explanation of the acceptance of comments as well as amendments and
supplements already made to the draft standards according to the conclusions of
the Pre-Acceptance Test Councils and competent management bodies.
Article 20.- The
dossiers of approval of the promulgation of the Draft Standards must include:
- The brief report of the Department for
Science, Technology and International Cooperation on the process of elaborating
the standards, the results of evaluation by the Pre-Acceptance Test Council of
the branch level, the proposal of the Department for Science, Technology and
International Cooperation on promulgation;
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- The draft Branch Standards.
Chapter IV
ACCEPTANCE OF
APPLICATION OF INTERNATIONAL STANDARDS
Article 21.- The
General Department of Post and Telecommunications encourages the elaboration of
Branch Standards by method of accepting the application of international
standards.
Article 22.- The
international standards selected for use as basis for the elaboration of the
Branch Standards must satisfy the following criteria:
- Not being contrary to the currently effective
regulations of the General Department of Post and Telecommunications;
- Being compatible to the management objectives
set by the General Department of Post and Telecommunications.
Article 23.- The
General Department of Post and Telecommunications encourages the selection of
international standards accepted by many nations with compulsory application
effect and the international standards for global (regional) telecommunications
networks which Vietnam has joined.
Article 24.- When the
Branch Standards are elaborated on the basis of accepting the application of
equivalent international standards, the contents of the international standards
shall be converted into the contents of the Branch Standards according to one
of the following five forms:
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- The form of inclusion or reference;
- The form of redrafting;
- The form of complete reprint;
- The form of cover-sheet.
The above-mentioned forms of accepting the
application of international standards are specified in Articles 25, 26, 27, 28
and 29 below.
Article 25.-
1. The form of
translation is the form of accepting the application, in which the
international standards are fully translated into Vietnamese, enclosed with
permitted changes in forms and contents, if necessary. These changes must be
added immediately to the end of changed articles.
2. The fully translated standards shall be
promulgated with the cover-sheet of the General Department of Post and
Telecommunications, the Preface of the General Department of Post and
Telecommunications, and enclosed with the promulgation decision of the General
Director of Post and Telecommunications.
3. In case of bilingual (English and Vietnamese)
promulgation, there must be the announcement on the legal value of the original
or the translation if there arise doubts or disputes due to the way of
translation; where there is no such announcement, the two versions shall have
equal legal value.
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5. The mono-lingual and the bi-lingual copies
must contain notes clearly stating the changes in edition or techniques. These
changes must be added immediately to the end of relevant articles and must be
clearly indicated with marks "*" by the margins of such articles or
be pointed out in the preface.
6. The extent of equivalence of standards
depends on the nature and contents of supplemented notes and must be clearly
inscribed in the preface.
Article 26.-
1. The form of inclusion
or reference is the form of accepting the application, in which the Branch
Standards are fully copied or referred from the international standards with
the same field of application. In the form of inclusion or reference, the
international standards shall be promulgated in form of a section of the Branch
Standards.
2. If the Branch Standards are fully copied or
referred from the international standards with the same field of application
but dwell on other objects not yet included in the international standards,
such international standards are considered the acceptance for full
application.
3. If the Branch Standards are fully copied or
referred from the international standards with the same field of application
but add some other requirements of the same standardized objects, such
international standards are considered the acceptance for full application.
4. If a branch standard is referred to
international standard with the wider scope of application, such international
standard must not be considered the acceptance for full application.
Article 27.-
1. The form of redrafting
is the form of acceptance for application, but with redrafting, in which the
amended articles shall be clearly inscribed.
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Article 28.-
1. The form of complete
reprint is the form of acceptance for application, in which the principal
contents of the international standards are completely reprinted (whether or
not enclosed with the translation).
2. When the international standards are
completely reprinted into the Branch Standards, such standards shall be
promulgated with the cover-sheet and preface of the General Department of Post
and Telecommunications and enclosed with the promulgation decision of the
General Director of Post and Telecommunications.
3. The notes and guiding information for each
specific article, if any, must be included right in the relevant articles.
Article 29.-
1. The form of
cover-sheet is the form of acceptance for application, in which the
international standards are fully attached to the cover-sheet of the General
Department of Post and Telecommunications and the promulgation decision of the
General Director of Post and Telecommunications.
2. The decisions on the acceptance of the
application of international standards, the notes, and the guiding information,
if any, must be included right in the cover sheet.
Chapter V
ORGANIZATION OF
IMPLEMENTATION
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Article 31.- All units
under the General Department of Post and Telecommunications shall have to
participate in activities of elaborating the Branch Standards within the scope
of their functions and assigned tasks.
Article 32.- The Branch
Standards drafting section shall have the responsibility to:
- Study the elaboration of the draft standards;
- Organize the gathering of comments on the
draft standards;
- Prepare dossiers to be sent together with the
draft for comments;
- Organize meetings in order to reach consensus
on the draft, if necessary;
- Prepare dossiers on the draft standards for
submission to the Pre-Acceptance Test Councils of all levels;
- Prepare dossiers on the elaboration of
standards for submission to the competent management body.
Article 33.- In
cases of necessity, the General Department of Post and Telecommunications may
request the postal service - telecommunications enterprises to make the draft
of standards and it them to the General Department of Post and
Telecommunications for consideration and promulgation.
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IMPLEMENTATION
PROVISIONS
Article 34.- This
Regulation takes effect 15 days after its signing. All previous regulations
contrary to this document are now annulled.
Article 35.- Any
problems arise in the course of implementation shall be reported to the General
Department of Post and Telecommunications for timely consideration, amendments
or supplements.
APPENDIX 1
SPECIFIC REQUIREMENTS ON BRANCH STANDARDS FOR THE
SUBSCRIBED TERMINAL EQUIPMENT AND WIRELESS EQUIPMENT
1. Scope of technical requirements and State
management objectives regarding the subscribed terminal equipment and wireless
equipment
1.1. Technical requirements to ensure safety and
health for users and operators personnel
The Branch Standards for equipment must satisfy
(directly or in reference to appropriate Branch Standards) the electric safety
requirements and other safety requirements such as acoustic shock safety,
mechanical safety (durability in usage, without sharp edges), human protection
against electromagnetic radiation (through heat and non-heat effect of
radiation without ionization effect) and safety against laser radiation in
order to ensure safety and health for users and operators personnel.
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The Branch Standards for equipment must satisfy
(directly or in reference to appropriate Branch Standards) the electromagnetic
compatibility requirements in order to ensure that the equipment has proper
capability to combat interference and that the radiation shall not cause
interference to (not affect) the public telecommunications networks and other
electronic equipment.
1.3. Technical requirements to protect networks
against harmful effects
The Branch Standards for equipment must satisfy
(directly or in reference to appropriate Branch Standards) requirements aiming
to ensure that the equipment shall not cause harm to the operation of networks
and that the network resources must not be used wrongly to the extent of
causing unacceptable quality deterioration.
1.4. Technical requirements to ensure efficient
use of radio frequency spectra
The Branch Standards for equipment must satisfy
(directly or in reference to appropriate Branch Standards) the requirements in
order to ensure that radio equipment efficiently use the radio frequency
spectra allocated to earth/satellite communications as well as the orbital
resources to avoid harmful interference among the communications systems based
in space or on earth as well as other technical systems.
1.5. Technical requirements to ensure
simultaneous operation with networks
The Branch Standards for equipment must satisfy
(directly or in reference to appropriate Branch Standards) the requirements in
order to ensure that the equipment can perform the basic function of call
control (establishing, changing, charging, maintaining and canceling virtual or
real connections) when making hook-ups to networks for the performance of
information transmission services between two network terminals where users can
access to.
1.6. Technical requirements to ensure the use
compatibility in cases of the general services (fixed, mobile GSM phones).
The Branch Standards for equipment must satisfy
(directly or in reference to appropriate Branch Standards) the requirements in
order to ensure the compatibility in using end terminals between identical
systems providing fixed phone and GMS mobile phone services.
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In a number of special cases, the Branch
Standards for equipment must satisfy a number of particular requirements in
order to:
- Protect personal data and privacy of users;
- Ensure the capacity to provide some properties
aiming to prevent frauds;
- Ensure the capacity to provide some properties
with a view to ensuring the access to urgent services;
- Ensure the capacity to provide some properties
with a view to supporting disabled users.
2. Technical requirements related to measurement
and inspection
2.1. Measurement and inspection methods
The measurement and inspection methods must be
clearly defined and compatible to the purpose of equipment compatibility
certification. The measurement and inspection methods must be objective, which
yield accurate and repeated results in order to ensure that the measuring
methods under the determined conditions are comparable.
2.2. Measurement and inspection process
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2.3. Taking samples for measurement and
inspection
Where it is necessary to take a number of
samples in order to determine the compatibility with specific technical
requirements, the Branch Standards must stipulate the required number of
samples.
APPENDIX 2
SPECIFIC REQUIREMENTS ON BRANCH STANDARDS FOR THE
QUALITY OF PUBLIC TELECOMMUNICATIONS NETWORKS
1. Concept
The Branch Standards on telecommunications
network quality are legal documents technically prescribing a number of the requirements
on the networks capacity to carry information from subscribers to subscribers
in a prompt, truthful and complete manner to the requested addresses.
2. General quality parameters
The networks capacity is evaluated on the basis of
three basic functions, namely the access establishment, information
transmission and access release according to three quality criteria being
speed, accuracy and reliability, which shall be construed as follows:
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- Accuracy: Accuracy is the quality criterion
reflecting the exactness of a performed function.
- Reliability: Reliability is the quality
criterion reflecting the sureness of performing a function within a prescribed
period of time without taking into account the speed and the accuracy.
Nine corresponding quality parameters are:
- The access establishment speed, the
information transmission speed, the access release speed.
- The access establishment accuracy, the
information transmission accuracy, the access release accuracy.
- The access establishment reliability, the
information transmission reliability, the access release reliability.
3. Scope of technical requirements
3.1. The General Department of Post and
Telecommunications shall manage the network quality on the basis of nine
general quality parameters. The General Department of Post and
Telecommunications shall concretize the assorted general quality parameters into
technical requirements on the particular quality for each type of network.
3.2. Each type of quality parameter must be
concretized into at least one technical requirement on network quality.
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3.4. Principle on selecting a concrete quality
requirement
A concrete quality requirement in the Branch
Standards must satisfy some following requirements:
- It relates to events or states observable at
the interface of connection elements;
- It can be measured and inspected at the
interface of connection elements. The determination thereof shall not depend on
the inherent characteristics of network (part of network) and not depend on the
assumptions of causes of damage or quality deterioration unbservable at
interfaces.
3.5. Principle for determining the extent of
requirements
The network quality requirements must
harmoniously combine the economic interests of postal service and
telecommunications enterprises with the societys satisfaction with the quality
of the telecommunication services provided on such networks.
APPENDIX 3
SPECIFIC
REQUIREMENTS ON THE BRANCH STANDARDS FOR NETWORK CONNECTION
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The elaboration of standards for network hook-up
and technical requirement selection must ensure the following management
objectives:
1.1. Ensuring the equal right to connection
(without discrimination).
1.2. Having details to ensure that
inter-connected telecommunications networks can provide basic services.
1.3. Being technically and economically
feasible.
1.4. Being open to allow and boost the
development of provision of new services on inter-connected telecommunications
networks.
2. Connection points
A connection point is a physic point where two telecommunications
networks are inter-connected so that calls may be switched from one network to
another.
3. Connection lines
A connection line is a line that establishes one
or many transmission routes through connection points and connect two
telecommunications networks together.
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Network terminal connection points are physical
connection points with necessary technical characteristics, through which
access to networks can be made and communications can be carried out
efficiently through networks. When a telecommunications network is connected to
another telecommunications network, the two-network-connecting points, where
calls are transferred from one telecommunications network to another, are
considered network terminal connection points.
5. Network connection interface
A network connection interface is a collection
of technical and procedural parameters, which, at the network terminal
connection points, are used to hook up telecommunications networks with one
another, and necessary for joint-operation and joint-provision of services to
customers of networks.
6. Technical standards for telecommunications
network connection
Technical standards for telecommunications
network connection are technical documents which set forth technical
requirements on network connection interface, network synchronism quality
requirements and connection line quality requirements.
7. Network connection interface standards
The network connection interface standards are
technical documents which set forth technical requirements on network
connection interfaces with a view to ensuring the capability to jointly operate
and to jointly provide services to customers of the connected networks.
8. Network connection interfaces
The General Department of Post and
Telecommunications shall manage the following connection interfaces classified
according to the nature of interface technical parameters:
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- Transmission interface;
- Signaling interface.
9. Scope of physio-electric interface standards
The physio-electric interface standards include
essential electric and physic requirements on number-distributing interfaces
used for network connection. Priority shall be given to accepting appropriate
technical requirements in Recommendations G.703 and G.958 of the International
Telecommunications Union.
10. Scope of transmission interface standards
The transmission interface standards include
essential requirements on copper frame structure, requirements on procedures
for frame synchronism and procedures for checking the round surplus. Priority
shall be given to accepting appropriate technical requirements in such
Recommendations as G.704 and G.706 of the International Telecommunications
Union.
11. Scope of signaling interface standards
The signaling interface standards include
essential signaling procedures to establish calls.
12. Scope of network synchronism quality
standards
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13. Scope of connection line quality standards
The connection line quality standards include
number transmission quality requirements. Priority shall be given to accepting
appropriate technical requirements in such Motions as G.821, G.823 and G.826 of
the International Telecommunications Union.
APPENDIX 4
SPECIFIC REQUIREMENTS ON BRANCH STANDARDS FOR
TELECOMMUNICATIONS SERVICE QUALITY
1. Concept of Branch Standards on
telecommunications service quality
The Branch Standards on telecommunications service
quality are legal documents technically prescribing a number of requirements on
the postal service - telecommunications enterprises capabilities to provide and
support the use of services as well as a number of requirements on the
capability of the services themselves to provide prompt, truthful and complete
communications at users requests.
The services capability means the capability
that services are provided to users within the prescribed limits and pre-set
conditions throughout the time of request by users.
2. The capability to provide and support the use
of services
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The capability to provide and support services
is construed as follows:
- The goods selling capability means the
capability to carry out all appropriate activities from the time the contact is
established between the postal service - telecommunications enterprises and
customers to the time the service provision contracts are signed;
- The service-providing capability means the
capability to carry out activities closely linked to the service provision from
the time the service provision contracts take effect to the time the customers
can use the services;
- The capability to change services at customers
request means the capability to carry out activities closely linked to the
change of services from the time the customers request the service change to
the time the changes satisfy the customers requests;
- The capability to support services means the
capability to carry out activities closely linked to service support in order
to enable customers to use the services;
- The repair capability means the capability to
carry out activities closely linked to the restoration of services for
customers after the break-down appears, which leads to the partial or complete
loss of services;
- The capability to cease services means the capability
to carry out activities closely linked to the cessation of services from the
time the customers so request till the time such cessation satisfies the
customers requests;
- The capability to calculate charges and make
invoices means the capability to carry out activities closely linked to the
calculation of charges and the making of invoices for services provided to
customers;
- Exercising the management of networks and
services by customers means the capability to carry out activities closely linked
to pre-determined changes in services or network structures at customers
requests.
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- Speed: The speed means a quality criterion
reflecting the use duration for performing an activity of providing support for
services or the speed of performing an activity of providing support for
service;
- Accuracy: The accuracy means a quality
criterion reflecting the exactness with which an activity of providing support
for service is performed;
- Reliability: The reliability means the quality
criterion reflecting the sureness of the performance of an activity of
providing support for services within a prescribed period of time without
taking into account the speed and the accuracy.
3. Types of parameters for the quality of
provided services
The capability of services or the technical
quality of services is evaluated through types of quality parameters prescribed
in Section 2, Appendix 2.
4. Scope of technical requirements
4.1. The General Department of Post and
Telecommunications shall manage the service quality on the basis of the
requirements on the capability to provide service support and nine types of
quality parameters.
4.2. The requirements on the capability to
provide and support services shall include at least but not within the
following requirements:
- Requirement on average time for service
provision;
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- Requirement on time for service cessation;
- Requirement on wrong-invoicing probability;
- Requirement on probability for wrong
calculation of charges.
4.3. Each type of service quality parameter must
be concretized into a service quality requirement.
4.4. The allround frame for service quality
standards (including all requirements on capability to provide service support)
is prescribed in Table 3 (not printed).
4.5. The requirements on service capability is
prescribed in Table 4 (not printed).
4.6. The application of Table 3 and Table 4
depends on each specific type of service, the customers sensibility to each
requirement in case of a specific service.
4.7. For the quality requirements listed in
Table 3 and Table 4, which have not yet been specified in the Branch Standards,
they must be included right in the list of service quality requirements which
the postal service - telecommunications enterprises themselves shall have to
monitor and report to the General Department of Post and Telecommunications
when requested.
5. The principle on selection of service quality
requirements
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- It relates to the effect felt by the
customers, not depending on the assumptions on the causes of damage or quality
deterioration, which cannot be observed at the service access points;
- It does not depend on the structure and
internal organization of the network when determining the quantitative values;
- It can be evaluated objectively at service
access points;
6. The principle on determination of requirement
extent
The service quality must be at levels acceptable
to the society under certain socio-economic conditions, which is demonstrated
through the extent of customers satisfaction.
APPENDIX 5
CONCRETE REQUIREMENTS ON THE BRANCH STANDARDS FOR
POSTAL
SERVICE QUALITY
1. The concept of Branch Standards for postal
service quality
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The services capability means the capability
with which the services are provided for customers within prescribed time
limits and under the pre-set conditions, when so requested by users.
2. Requirements on capability to provide and
support the use of services
The Branch Standards on postal service quality
must satisfy the requirements on the capability to provide and support
services, including:
- Requirement on capability to access and use
services;
- Requirement on extent of customers
satisfaction;
- Requirement on legal liability and settlement
of compensation, complaints.
3. Requirements on capability of provided
services
The Branch Standards on postal service quality
must satisfy the requirements on the quality of provided services, including:
- Speed: The speed means a quality criterion
reflecting the time span used for performing the service provision;
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- Safety degree: The safety degree means the quality
criterion reflecting the degree of wholeness of commodity objects and
information at places of reception.
4. The principle for selection of service
quality requirements
A service quality requirement specified in the
Branch Standards must satisfy some following requirements:
- It relates to the effects felt by customers;
- It does not depend on the structure and
internal organization of the networks when determining the quantitative values.
5. The principle for determining the requirement
extent
The service quality must be at levels acceptable
to the society under certain socio-economic conditions, which is demonstrated
through the extent of customers satisfaction.
APPENDIX 7
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1. Concept: The explanation of the draft
standards is the explaining document which aims to create conditions for
subjects involved in the process of evaluating the draft standards to make
accurate remarks on the standard contents, the purpose, practical significance,
feasibility of standards, on which the management bodies shall make correct
decisions on the promulgation and application of the standards.
2. The written explanation contains the
following principal contents:
2.1. Standard appellation
2.2. Introduction: Summarizing the
characteristics, situation of standardized objects inside and outside the
country, the reasons for and purposes of elaborating the standards.
2.3. Grounds for elaboration of technical
requirements: Synthesizing, analyzing technical documents, research results,
which serve as bases for compiling each technical requirement.
2.4. Explanation of standard contents:
Summarizing principal contents of the standards, highlighting the cohesion of
specific technical requirements to the management objectives of the General
Department of Post and Telecommunications as put forth in this Regulation;
clearly presenting the amendments and supplements against the corresponding
international (regional) technical requirements and the grounds therefor.
2.5. The interrelationship to the Branch
Standards System: Clearly pointing to the inter-relationship of the draft
standards to the current Branch Standards, relevant current legal documents.-